Think about the places you return to again and again. Do you pass by McDonald’s to eat at Chik-Fil-A because you love their service? When you are traveling, do you book the same hotel chain that you know and love? What do your favorite businesses have in common? They are likely providing you a consistent experience, so you know what to expect every time you visit. This consistency is key for gaining repeat customers.
The service lane should be no different. By providing a consistent experience – whether a customer visits for an emergency repair or routine maintenance – we can help gain customers for life!
Creating a Culture of Consistency
1. Design Your Customer Experience
It is essential to plan out your customer experience, from the phone call or meet and greet, to delivering the vehicle. Examples include:
- Greeting each customer immediately (whether on the phone or with another customer)
- Conducting a vehicle walk around with each customer
- Putting away mobile phones when customers are present
- Reviewing repair order when care is complete, and discussing the next visit
2. Communicate Service Expectations to Your Team
The examples of customer service best practices above have no value unless your service staff knows what you expect, and buys into the process.
- Discuss your customer service policy with staff
- Listen to their ideas, and their concerns
- Create a customer experience policy together
3. Observe to Ensure Consistency
After designing your customer experience, it is ESSENTIAL to observe interactions in the service lane regularly to ensure each customer is receiving the desired experience.
- Reinforces the importance of customer experience standards to your team
- Allows you to identify any obstacles preventing execution of the standards
Not only will creating a consistent customer experience benefit your customers, it will also benefit your service team as they build relationships with each customer and become trusted advisors.
To learn more about how to create a culture of consistency in your service department, contact me!